Jira 2-way integration

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Many of our customers need to store their ticket data in Jira for compliance, reporting, and more. We heard you loud and clear and are excited to be shipping a full 2-way integration between Halp and Jira. It supports Jira Service Desk and Jira Software, as well as Server and DataCenter.

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The integration is compatible with all different flavors of Jira:

Jira Service Desk

• OAuth
• Create Jira - Service Desk Request from Slack
• 2-way message sync
• Status mapping
• Custom field mapping
• Assignee Mapping
• Private notes

Jira Software

• OAuth
• Create Jira Issue from Slack
• 2-way message sync
• Status mapping
• Custom field mapping
• Assignee Mapping

Jira Server/DataCenter

• Email Webhooks - Create case and add comments

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Learn more about how to set it up here.

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Administrative Settings - our users asked and we’ve delivered

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Disable reacji ticket creation for end users

• Sometimes you only want agents to be able to create tickets out of any messages, whelp we’ve got you covered.

Notification preferences

• Toggle to have users get a DM from @Halp every time a ticket gets updated, or keep the notifications lighter.

/halp - slash command will allow users to post to public channels

• In a public #it-help channels, you may want to encourage folks to use the slash command and fill out a required form, and also want to post that ticket publicly to the channel. If you turn this option on, tickets created with the slash command in a channel with the bot will post in that channel. Such visibility, much configuration :doge:

🤖 Can now :ticket: bot messages

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We had several customers request the ability to create a support ticket out of any bot message. For example, if you have system notifications such as PagerDuty, VictorOps, or Sentry this may be a great way to receive the notification, judge severity, and have a quick interface to make a trackable incident to sent to the team in order to triage accordingly.

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📬 App opened event for introducing new users to @Halp bot

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Slack has a brand new event for bots to interact with users who open a DM. This can be a super useful way to introduce functionality, give users updates, or present them with fresh tasks. When a user first opens a DM with @Halp, they will be given this nice little prompt teaching them how to make tickets.

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That's all for now! May should be another big month for the product team but let us know if you have other ideas for features you want us to build.

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